Lucent Technologies CentreVu Call Management System Release 3 Version 8 Manual

  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Terminology1-11
Secondary 
Split/Skill (G3 
Vectoring)The second split/skill the call queues to in a VDN is 
called the secondary split/skill. 
Skill Group 
(Generic 2.2 
EAS and later)A group of ten skills. Each consecutive ten skills 
ending with digits 0 through 9 constitute a skill tens 
group. For example, skills 10-19 form a skill tens 
group, as do skills 340-349. 
Skill Level Agents are assigned skill levels that may determine...

  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Terminology1-12
Top Skill
The agent’s top skill is the agent’s first-administered, 
highest-level skill. This concept is the most useful 
when you have a Generic 3 switch (with EAS) and 
with agents who are using skill level call handling 
preference. In this case, the agent’s top skill 
represents the skill for which the agent is most likely 
to receive a call. Agents for whom a given skill is the 
top skill are the agents that a skill...

  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Database Table Names1-13
Database Table Names1
Introduction1To select data for custom reports, you must use the names listed in the 
tables in this section. The database items are described in later sections 
of this document.
Real-Time Table 
Names
1
The following table lists the real-time database tables and the data stored 
in them:
Name Data Stored
csplit Split/Skill data for the current interval.
psplit Split/Skill data for the...

  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Database Table Names1-14
Historical 
Database Tables
1
The following table lists historical database tables and the data stored in 
them:
Name Data Stored
hsplit Split/Skill data for each intrahour interval.
dsplit Split/Skill data summarized by day.
wsplit Split/Skill data summarized by week.
msplit Split/Skill data summarized by month.
hagent Agent data for each intrahour interval.
dagent Agent data summarized by day.
wagent Agent data...

  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Database Table Names1-15
hcwc CWC data for each intrahour interval.
dcwc CWC data summarized by day.
wcwc CWC data summarized by week.
mcwc CWC data summarized by month.
call_rec Call record data.
agex Agent exceptions.
spex Split exceptions.
tgex Trunk group exceptions.
vecex Vector exceptions.
vdnex VDN exceptions.
linkex Link down exceptions.
mctex Malicious call trace exceptions.
f_cday Forecast current day configuration data by...

  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities1-16
Interactions with Switch Features and Tracking of Switch 
Capabilities
1
Introduction 1The following features and switch capabilities have an impact on 
CentreVu CMS database items.
Adjunct-Placed 
and Adjunct-
Routed Calls 
1
For Generic 3 switches with the ASAI feature, CentreVu CMS tracks 
outbound calls placed by an adjunct processor or host computer on 
behalf...

  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities1-17
Forced 
Disconnect
1
For G3V2 and later switches, a call is counted as a forced disconnect call 
whenever the forced disconnect vector step is executed. The call is 
counted as a disconnected call even if the caller hangs up before 
listening to the entire announcement. For G3V2 and later G3 switch 
releases, a call that is dropped by the switch because the Vector...

  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities1-18
Data Tracking 
Capabilities
1
Personal Call Tracking offers the following data tracking capabilities:
lData is available for calls on hold, time for calls on hold, and calls 
abandoned from hold. Without personal call tracking, time for calls 
on hold was counted as talk time.
lCentreVu CMS split and agent data reflect calls made while another 
call is on hold.
lWhen...

  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities1-19
G3 (R3V2 and 
CentreVu CMSI_ACDTIME I_OTHERTIME I_AUXOUTTIME I_ACDTIME
DEFINITY ECS I_ACDTIME I_AUXTIME, 
I_ACDAUX_OUTTIMEI_AUXOUTTIME, 
I_ACDAUX_OUTTIMEI_ACDTIME
Agent answers ACD callAgent holds call, 
Agent talks to supervisorAgent reconnects to 
held ACD callCall ends dials supervisor 

  Introduction CentreVu® CMS R3V8 Database Items and Calculations
Interactions with Switch Features and Tracking of Switch Capabilities1-20
Abandoned Calls1In general, any call that hangs up before an agent or station answers is 
an abandoned call. On Generic 3 switches, any VDN calls (whether ACD 
calls or not) that route to extensions and are then abandoned are 
counted as abandoned calls for the VDN. (See Phantom-Abandon Calls.) 
Phantom-Abandon 
Calls 
1
In countries where central offices do not...